Front Desk Supervisor; FGP) Manhattan, Internal Medicine

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We have an exciting opportunity to join our team as a Front Desk Supervisor. In this role, the successful candidate will be responsible for the oversight and direct supervision of front-end operations and administrative support functions at the practice, including, check-in and check-out, scheduling, and support of all front-desk staff. In this role, the FGP Front-Desk Supervisor will ensure daily operational functions are properly staffed to accommodate efficient patient flow and that operations run smoothly throughout the day.

The Front-Desk Supervisor will oversee the training of staff to ensure all new and existing staff have been trained on all aspects of the role to perform their jobs effectively, including Epic, workflows, and patient experience. Aside from supervisory responsibilities, the Front-Desk Supervisor will lead initiatives related to front-end changes at the direction of practice leadership and FGP Corporate.

• Oversees staff and patient care functions of a Faculty Group Practice site.
• Resolves employee issues and addresses procedure and performance related issues. Authorizes attendance, schedules, and sick time changes. Responsible for timekeeping and payroll for direct reports.
• Enforces adherence of NYULH and FGP policies and procedures and standards including but not limited to HIPAA, Compliance, Human Resources, etc.
• Compiles, analyzes and identifies trends in daily statistical data as requested and presents data reports monthly to appropriate parties with guidance from practice leadership.
• Copayment & Patient Secure Reports
  - Monitors overall practice collection percentage and works with staff to identify areas for improvement. This report is expected to be monitored on a weekly basis. Identify top performers and acknowledge with the team.
• Invalid Insurance Report
  - Monitors appointments with invalid/FGP non-participating insurances to prevent non-par appointments.
• Non-Par Report
  - Reviews & investigates weekly report from FGP pertaining to check-in errors made by Front-End staff. Coaches staff as needed.
• Check Mate
  - Monitors Check Mate weekly report and identifies areas for improvement related to kick-out reasons and hardware issues.
• Press Ganey Review – Review and analyze patient surveys. Find solutions or areas for improvement based of patient feedback.
• Reviews operational dashboards and reports to track performance and identify trends that need to be addressed. Assist with implementation and oversight of key indicators related to MIPS, Epic front-end work-queues, waitlists, in-baskets, Check Mate, Patient Secure, patient experience, and digital scheduling.
• Oversees any required training programs on policies and procedures to maintain standardization amongst the FGP. Works closely with Administration, on or off site Coordinators and Supervisors, Epic Operations, to identify opportunities to improve front-end processes.
• Enforce all office policies and procedures. Specifically track and document issues related to attendance, lateness, Performance and behavioral patterns that require a verbal or written warning. Developing performance improvement plans if needed.
• Responsible for ensuring staff are aware of all FGP forms and how they are to be used.
• Ensures all front-desk areas are appropriately stocked with FGP forms and supplies are readily accessible. In addition to maintaining downtime equipment and forms.
• Handles escalated questions or concerns from front-end staff and addresses promptly.
• Serves as back-up support for front-desk daily operations when necessary.
• Places MCIT ticket in the event hardware at front-desk areas become non-functional such as desktop phones, desktop computers, patient secure palm readers, desktop scanners, Welcome Kiosk, copier and fax machines.
• Make rounds in the practice to identify any employee issues, monitor cleanliness of office waiting room areas on both floors of the practice and addresses concerns with day matron or management if needed.
• Determines and establishes the explanation to complex calls, handle patient escalations, issues and questions not covered by specific…